Freedom Mortgage Corporation

last year around 10/I was on my last payment for a loan modification with first mortgage, and Freedom mortgage took over my loanThen I had to resubmit all my information and they advised me to continue making payments, so I didA month later after my first payment with them they advised me that payment had not been received, I verified my account and the money was still there,, I then called back to Freedom Mortgage to advise and the agent said they were unable to accept payment as account is still being transferred, I then asked what was my next step they said they would force a payment which they didThen in the following month of December I tried to pay again they advised me not to pay as loan modification is still being processed,, I called January 3rd and also mid January and they advised me not to pay stating they would let me know when to began payment again as modification still wasn't processedI asked if I should be worried or if I needed to put money aside, they said once modification is cleared I will have one month to not have to worry about payment for its just how the system works and they understandIn March I called and they advised me that I needed to pay 3months of mortgage as it was due January 1st Since then I have been trying to catch up making one payment at a time and everytime I call I'm on hold for over min, and they say only my single point of contact can take my payment., but my point of contact is never available, they also say they cannot pull up my account from my phone number every other time but it states when I call that they have a account associated with my number in the automated systemThe customer service is extremely horrible, Ive been calling for 2weeks trying set a 1time 2payment authorization so I can get caught up but I keep getting transferred and no one is callng me backI feel like this company is trying to set my account up for foreclosure or default, anyone should be able to accept payment, and when I request a manager they tell me they are in a meeting

Mr***,I apologize if you wish to be removed from marketing calls/mailings and other unrequested contacts was not handled more quicklyI have confirmed that you will only be sent your monthly statements and no other marketing correspondence.Sincerely,*** ***Vice President
Customer ServiceFreedom Mortgage Corporation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

August 1,
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Ms*** ***
*** *** *** ***
*** ** ***
Re: Your Complaint to the Revdex.com
Dear Ms***:
We are in receipt of your complaint and are happy to respond to your concerns
I have reviewed your complaint and researched the issues regarding the payment of the escrow shortage and also in your monthly paymentsWhen your loan was purchased from Homebridge Financial, the payment amount with the additional $was transferred to our systemThis issue has been corrected as of today and a refund of $(payments of $107.50) will be issued to you for the excess escrow paymentsPlease allow 1-weeks for receipt of the checkYour new payment is $1,as of todayYour escrow account is scheduled to be analyzed in December, and any increase/decrease in taxes and insurance will be captured in the escrow review
Regarding principal curtailments, I have confirmed that our website only offers the option of making principal curtailments, in conjunction with the mortgage payment
I apologize for any inconvenience these issue may have caused
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
*** *** *** *** ***
*** *** ** ***
Phone: *** *** *** or direct line ***
Fax: ***
***

*** ***, upon receipt of your complaint I asked *** to review your escrow accountThey stated that the refund check was requested on 2/13/in the amount of 1,and was mailed on 2/17/They advised to allow 7-business days for delivery via regulr mailPlease let me know if I
can assist you in any other way*** ***Vice President Customer ServiceFreedom Mortgage Corporation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** * *** ***

Mr***, I asked that our servicing center review your concernThey advised that there was a system error that caused the account to appear open when in fact it has been closed outWe have updated the bureausplease let me know if I can be of any further assistanceSincerelyRoseanne ***Vice
President Customer ServiceFreedom Mortgage Corporation

July 26,
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Mr*** ** ***
** *** ***
*** ** ***
Re: Your Complaint to the Revdex.com
Dear Mr***:
We are in receipt of your complaint and are happy to respond to your concerns
First, please allow me to apologize for the issues you experienced concerning the delayed paymentI have reviewed the issue and it is difficult to determine if the check was delayed due to the US mail or if there was some issue during the bank processing of the paymentThe check was received the Key Bank and we do not have access to the original so we are unable to return it to youHowever, we do have an image of the check along with the stop paymentI have attached the image for your recordsI hope this will suffice
In addition, we will be happy to reimburse you for the $stop payment fee assessed by Bank of AmericaYou should be receiving the reimbursement check within weeks
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
*** *** *** *** ***
*** *** ** ***
Phone: *** *** *** or direct line ***
Fax: ***
***

Ms***, I apologize for the frustration you experienced regarding the posting of you paymentAt this time we are not able to accept electronic payments, We can only accept checks or website and auto draft paymentsWe anticipate that we will be able to accept payments electronically in the
next to daysIn the meantime you can utilize our website to make payments or continue what you are doing but be aware of the slower processing timePlease let me know if I can be of any further assistanceSincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, as you are now aware your active duty status was not properly reflected on your account due to a coding error by one of our representativesThis was corrected and you account updated to reflect your statusI apologize for the frustrations you incurred trying the clear this
up. Sincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

This company is absolutely incompetentCustomer service is non-existentThey treat you like a number and couldn't care less about you personallyI wouldn't recommend this company to my worst enemyThey lose faxesThey take forever to answer callsThey are emotionless and frustratingFind another company for your loan

Mr***, upon receipt of your complaint I reviewed your loan and saw that the escrow refund was sent to your bank via ACH on 4/22/I apologize for the delayPlease let me know if there is anything further that I can do for you
Sincerely
***
***Vice President Customer Service
Freedom Mortgage Corporation

Complaint: ***
I am rejecting this response because: Freedom Mortgage is very negligent, regaurdless of what this company says, if the document was not binding why is it being changed? The customer service is rude, and the people you choose to handle your budiness are negligent, how do you explain the mont lapse in filing our mortgage?
Regards,
*** ***

Mr***, I am not sure how to make this anymore clear than I did in my last responseThe information provided showed no costs paid by the borrower, which is you, and all paid by the lenderYou withdrew your application so if you wish to proceed with a refinance you would need to contact your loan officer to open up a new loan*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response because: While I appreciate that I have been provided a current amortization schedule free of charge this time, I do not agree with there being any cost to the mortgagee to get an updated amortization schedule at any time they want. I have created my own amortization spreadsheet, but should have the ability to compare it to the 'official' scheduleAs stated previously, this is a standard offering provided by other mortgage companies I have dealt withThis complaint can be closedI hope Freedom Mortgage sells my mortgage to another company who is much more likely to provide 21st century services to the consumer
Regards,
*** ***

Dear MrBarrett,The marketing piece that you received and the information regarding your eligibility for a refinance in terms of you credit is based on our vendor, Experian, providing us leads that met certain criteriaThey determine which consumers fit that by doing a soft or marketing inquiry on
1000's of consumers and return to us those that they feel met those standardsThey do NOT pull your creditWhat they do results in the mortgage, credit card or insurance offers you receive in the mailIn order for us to confirm that the data they collected meets the criteria to grant you a loan (assuming all other factors needed for loan approval are met) we would need to pull a credit reportWe will NOT pull a report without your authorization and only if you agree to move forward with an applicationWe have removed you our marketing list so the you will not receive any further solicitations Roseanne GoldbergVice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response because:The idea that "we cannot stop those computer generated letters from going out" is preposterousYou are the company sending them, so you can stop themAnd you certainly control the wording of the letter Sending a letter that says "we have reported this to the credit rating services" when, in fact, you have not and are not permitted to do so by law, is reprehensible You are telling lies to scare your customers.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I received the refund check on 5/09/It took five calls, a complaint to the Revdex.com and nearly months to resolve thisIt's frustrating to have to go to such lengths to get an over payment refundedDespite this, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your helpI'm unsure if this would have been resolved this quickly if not for your assistance.
Regards,
*** ***

Ms*** upon receipt of your complaint I asked the operations area to address your concerns regarding the closing and the termsThey advised that the loan has been received in closing and that we are providing a lender credit for the closing costs and that you are not bringing any cash to
closing, a closing disclosure was also sent to youIf you have any questions please feel free to email me at ***
*Sincerely*** ***Vice President Customer ServiceFreedom Mortgage corporation

September 2, Ms*** *** *** *** *** *** ***, ** *** Re: Your complaint to the Revdex.com Dear Ms***: We are in receipt of your complaint and are happy to respond to your concernsI have
reviewed your complaint and researched the issue regarding your payment plan Freedom Mortgage set up a payment plan for you consisting of payments of $representing the March, April, May, June and July, payments (total $4,242.30) were consolidated into payments of $1,each in order to assist you in bringing your account currentYou made these payments on 5/31, 6/and 8/1/ Unfortunately, a late charge in the amount of $and an increase in your escrow payment for the final payments of the plan totaling $prevented us from posting the final 7/paymentWe have waived the late charge and our Customer Care Supervision attempted to contact you on September 1st to provide you with options moving forward Unfortunately, our Customer Care Supervisor advised that you were not trusting of the numbers she were stating and you disconnected the callTherefore, we have reduced your payment back to $for the final payments of the payment plan and have credited your 7/paymentPlease note that this solution will cause a shortage in your escrow account which will have to be paid as part of a payment increase in the future As of the writing of this letter, your account is due for August 1, If you have any further questions or concerns, please do not hesitate to contact me Sincerely, Joseph P. Assistant Vice President Customer Service Freedom Mortgage Corporation *** *** *** *** *** *** *** ** ***